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Refund policy

Order Cancellation Policy
We strive to process orders quickly; however, we cannot guarantee that your cancellation request will reach the shipping warehouse in time to stop your shipment. To increase the likelihood of successfully canceling an order, please notify us as early as possible via email. A support representative will determine if your order is eligible for cancellation and calculate restocking fees on a per-item basis.

  • Refund Method: Refunds will be issued to the original method of payment used for the order.
  • Pre-Order Items: Pre-order items are eligible for a 100% refund if canceled before the item arrives in stock for fulfillment.

Returns of Unused Equipment
Unused bikes, parts, and accessories may be returned within 7 days of receipt. To initiate a return, contact our support team for authorization.

  • Eligibility Requirements:
    • Items must be unused, free from dirt, dust, or any fragrances/odors.
    • Products must be in the same condition and original packaging as when received.
    • The box must be sealed and unopened. Bikes must be shipped back in their original box.
  • Fees:
    • A 10% restocking fee will apply.
    • Original shipping charges are non-refundable.
    • Customers are responsible for all shipping costs associated with exchanges or returns.

Note: Items cannot be returned without explicit authorization from the UGNE Customer Service Team. Unauthorized returns may be lost, and UGNE is not responsible for such items.

Returns of Open Box/Refurbished Bicycles
Open Box bikes and refurbished bicycles are sold "as is" and are not eligible for return.

Non-Returnable Items
The following items are not eligible for return:

  • Used, undamaged equipment
  • Apparel (clothing, hats, etc.)
  • Battery packs
  • Helmets
  • Special orders
  • Items that display wear

Important: If you have discarded the original box, you are responsible for providing a new box at your own expense for warranty or return purposes. Please retain your bike box, even if it has been damaged during shipping.

Returns of Defective Equipment
Defective equipment is covered under our warranty policy. Contact UGNE Support to initiate a warranty claim. Follow all warranty procedures and directions provided by a UGNE Support Representative.

Return Address
All returns and exchanges should be shipped to:
UGNE Returns
241 E Rockaway Pkwy
Brooklyn, NY 11212

For additional assistance or inquiries, contact UGNE Support.